Customer Service Project Manager

KRISTIN GUILIANO, MS

*** ***** ****, ***** *****, PA 19344 . 610-***-**** .

**********@*****.***

Experienced worker with retail, business, administrative, and human

services experience. Strong interpersonal and communication skills

developed through counseling education and experience as well as training

in sales concepts and strategies. Successfully develop rapport with others

and maintain a strong customer-service focus. Problem solver with ability

to think creatively. Proven administrative and organizational abilities

with an eye for detail. Solid Microsoft Word, Excel, Outlook, Google Docs,

and website development skills with the ability to learn quickly. Local

resident with ability to work Saturdays.

RELATED EXPERIENCE

Customer Service and Retail

. DEWEY HOMES, Coatesville, PA (1-2 months temporary position, 2008) -

Oversaw housing community model home, maintaining cleanliness, answering

phone calls, greeting visitors, and doing requested administrative

projects.

. GENEX SERVICES, Wayne, PA (1996-1999) - Coordinated onsite and remote

staff to ensure timely handling of accounts receivable data (paper and

electronic) from 45 branches; communicated with and problem solved

branches' issues via phone; provided monthly reconciliation reports.

. Prior experience includes: CHILI'S, Wayne, PA (8 months) - Worked part-

time as food server in fast-paced customer-focused environment; GOEDERT

REAL ESTATE, Adrian, MI (about 1 year, part-time) - Served as

receptionist answering phones on multi-line system, taking messages for

realtors, and providing basic information; completed large project

cleaning up the organization of customer records; OLYMPICS STORE

(cashier), King of Prussia, PA; AMC MOVIE THEATER, Okemos, MI

(refreshment attendant, cashier); MELTING MOMENTS, East Lansing, MI (food

preparer; cashier); STAGECOACH STOP and BAIR'S LAIR, Irish Hills, MI

(gift shop cashier; cook; snack bar attendant)

ADDITIONAL EXPERIENCE

Co-Head Counselor

CAREER INSIGHTS FOR TEENS (Wilmington, DE) 2012-Present (part-time)

. Execute career programs including delivering presentations to groups

and individuals.

. Plan counselor events including scheduling, room booking,

refreshments, agenda and execution.

. Represent counselors in leadership and board meetings.

. Counsel high school students, assisting with college major/career-

choice considerations.

Accomplishments: One of original counselors to pilot newly implemented

full program for individual students. Implemented a well-received and

original interactive approach to illustrate specific career theory to

students.

Assistant Director, Career Services; Coordinator of Internships and Career

Services

EASTERN UNIVERSITY (St. Davids, PA) 2008-2013

Aug. 2013: role expanded to include design, execution, and marketing of

expanded internship program.

. Designed and implemented career services offerings serving needs of

adult students and alumni.

. Maintained high customer service standards by self-imposing deadlines

within which to return review requests to students.

. Provided individual counseling, resume reviews, and other services

with a strong, personally-motivated customer service approach that

regarded each person as an individual with unique needs.

. Recognized as a partner to faculty and staff to address needs of their

students.

. Designed and wrote handouts, flyers, brochures, blog posts, and other

communications.

. Executed additional administrative tasks, including creating forms and

reports, website editing and maintenance, data collection, answering

student and employer phone calls, maintaining stock of handouts, etc.

. Oversaw student workers and part-time career services volunteer.

Accomplishments: Commenced a system of post-graduate data collection

including reporting. Initiated consideration of using career services

management system to save time for department and to attract employers;

system was approved and is pending implementation.

Admissions Representative, Phoenixville campus

LANSDALE SCHOOL OF BUSINESS (Phoenixville, PA), 2008

. Presented information to prospects and families in individual and

group settings.

. Advised on applicability of programs to each prospective student's

goals.

. Handled large volume of inquiries, converting phone contacts to

appointments to enrollments.

. Conducted entrance testing and assisted with completion of FAFSA forms

and admissions materials.

Accomplishments: Successfully built relationships with prospects and

achieved a volume of enrollments that was commended by executive director

and president. Trusted as sole representative at new campus.

Residential Program Supervisor

DEVEREUX FOUNDATION (Berwyn, PA), 2005-2007

. Managed responsible and responsive service delivery to residential

clients in line with individual treatment plans.

. Handled heavy administrative workload, including extensive reporting,

scheduling and detailed record-keeping.

. Served as key member of interdisciplinary team that researched,

planned, and ensured effective care and programming according to

individual needs and internal/external regulations.

Project Manager; Associate Project Manager; Senior Research Assistant

(Promotions)

NATIONAL ANALYSTS RESEARCH AND CONSULTING (Philadelphia, PA), 1999-2004

. Managed progress, quality and budget of clients' market research

projects.

. Conducted research interviews in many industries with people at

various organizational levels.

. Analyzed and reported research data.

EDUCATION

Master of Science, Counseling - Villanova University (Villanova, PA)

. Graduate Assistant (part-time) - Performed administrative and research

tasks at request of professors; consistently proactive in offering

assistance to faculty when between assignments.

Bachelor of Science, Psychology - Michigan State University (East Lansing,

MI)

RECENT COMMUNITY SERVICE

. Career Wardrobe (Philadelphia, PA) Volunteer for organization

benefitting low-income women seeking employment - November 2013

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